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Joe, Technician

Category: TV

Satisfied Customers: 7251

Experience: ASE cert tech for over 12 years, electronics has been my highest study, 4 years of home electronics

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Thank you... my cable isn't connecting properly, I've unplug

Customer Question

thank you... my cable isn't connecting properlyJA: What's the exact make and model of your television? And what have you tried as far as getting this connected goes?Customer: I've unplug both from the wall and from the top monitorJA: How long has this been going on? What troubleshooting have you tried?Customer: VIZIO is the modelJA: Anything else you want the electronics expert to know before I connect you?Customer: When I try input it is showing cable box but I'm on computer hook up???

Ok, when you press the input/source button each press should change the source or once you press it you then use the left/right key and press enter. For me to confirm I will need the actual full model number from the tv so that I can review which remote you have. For instance should switch between hdmi 1, hdmi 2, etc.

It depends on model of tv as your tv model may not use those type of buttons on the remote, I was being general until I have the model number of the tv to which then I can give exact steps. Give me just a min while I review the model.

I ask because there is an hdmi 1 and an hdmi 2, try selecting the other hdmi input (since it seems you have the computer and tv both connected via hdmi) this means one is on hdmi 1 and the other is on hdmi 2

I accepted the phone call request however it has stated there is a problem and will not allow me to contact you, in order for me to call you should be contacted such as via email or you will need to contact support as I do not have access to customers accounts or any info and I am unable to comment anything more. Once that has been fixed I can then call you.

Please swap the two hdmi cables on the back of the tv, for instance if the computer is in hdmi 1 then please take the cable box hdmi 2 cable and put it in the hdmi 1 where the computer is connected and let me know if it then comes on the screen and vise versa for the computer. What this is going to do is tell me if the problem is with the tv or external such as cable or cable box as well please make sure the cable box is turned on.

I am on the support end where I am an expert that helps the customer with his or her question, I have no access to customers accounts or info, etc. You should be able to go into your account on the website and select to contact customer service/support in regards ***** ***** problem. Let me see if I can contact support to have them assist you.

I have no problem speaking to you on the phone and would love to do so, I am however not allowed nor able until whatever issue it is is resolved. I am going to submit a ticket for support to contact you.

There is unfortunately no way for me to check that. All I can do is submit the ticket, I do apologize for that.

on the tv I meant to unplug the actual hdmi cables and plug the cable hdmi cable into the tv where the computer hdmi cable was and the computer hdmi cable in where the cable hdmi cable was. What I mean here is that if the cable box was hdmi 2 and computer was hdmi 1 then I now want computer hdmi into hdmi 2 and cable hdmi into cable 1. This way I can see where the problem is.

No, last night it would have been hdmi 1 as you told me the computer was on hdmi 1 and thus I asked you to unplug the hdmi cable from the back of the tv that was for the computer and plug it into the other hdmi input that the cable box was connected to then switch to that hdmi 2 and to then tell me if then the computer shows on hdmi 2 but not hdmi 1, this is very important that you do this for me.

Input could very well indicate cable tv because inputs can be named, the true "cable/ant" input if selected you would see that shown which would mean the incorrect source/input is selected. So this is why I need to know when you go to change inputs as I explained can you select hdmi 1 and hdmi 2 from the input list? And when you do the computer image is shown?

I do apologize if I am confused as the way I read your reply to me is that hdmi 1 nor 2 input is selected but that you have selected cable/tv input and it is showing the computer. Sorry If I misunderstood.

ok, I just wanted to be sure. Yes there are two hdmi's one of them is on the bottom and the other one is on the side. Either way it seems what you have done is enough for me, you have stated that before it showed hdmi 1 and then after I had you swap it now shows hdmi 2, this means your tv is working just fine, this would be like disconnecting your computer from tv and only having the cable box attached with making sure cable box is turned on it would then show, if not like it seems to be this suggests that either the cable box resolution is incompatible (current settings) or a failure of the cable box, in some cases (which I think you stated you have already done) you can unplug the cable box which would reset it. When still not working checking hdmi cable is firmly and correctly in the cable box and that it is turned on, if still not working then try it in another room/tv to confirm and then contact cable company for a replacement (generally its fairly easy as they send a replacement or you can usually swap it out at one of their locations).

Correct and that would make sense if the cable box has no video out to the tv, the way I had you do things was hdmi 1 was computer and it worked so I had you swap to hdmi 2 this also then worked which means there are no problems with your tv which is a good thing.

Before the computer was connected to hdmi 1 and you stated it would show on the tv, I then had you change the computer input on the tv to go into the hdmi 2 input which was the cable box and you then said on the tv it showed hdmi 2 and it showed the computer.

So now if you use the remote and select hdmi 1 for the input does it then show the computer image?

from your computer to your tv you have an hdmi cable and from your cable box you have an hdmi cable, right now your computer hdmi cable is connected to the tv, please dissconnect that and take the cable box hdmi cable and connect it right where the computer hdmi cable was just connected

I'm sorry but there's nothing I can do about that no matter what I would like to do all I can do is submit the ticket and they then should reach out to you. There's no way for me to speed up that process.

hdmi 1 is the same as hdmi 2 it is just the 2nd hdmi input on the tv, one is on the bottom and one on the side. You told me when we first started that it only showed hdmi 1 and now your saying only hdmi 2, so I am just trying to understand correctly.

Let me explain it this way, lets say you only have 1 hdmi input on that tv (hypothetically speaking) , so when you have the computer connected the computer image shows on the tv as you stated but when you connect the cable box to that same hdmi input that the computer works on the cable box does not work?

I promise you I sent in the ticket explaining the issue with the phone call.

That's ok, what is important here is that if the computer is connected and working via hdmi cable and you use that exact same hdmi cable to connect your cable box to that exact same input and the cable box does not show on the tv then there is a problem with the cable box and not the tv.

What I am saying is disconnect the hdmi cable from the computer and plug it into the cable box, this then means if the computer was showing on the tv that now the cable box would and if not then there is a failure of the cable box...

My pleasure, you should be contacted about the phone call and then if you are still having problems I will be more than happy to give you a call once that problem has been resolved. I apologize I wasn't able to call you instead today.

Thank you!

- Joe

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